Technical Service Manager

We are seeking a highly skilled and experienced Service Delivery Manager with a strong technical background to oversee the delivery of services for enterprise applications such as SharePoint and/or OpenText ECM. The ideal candidate will ensure seamless service operations, troubleshoot technical issues, and maintain high client satisfaction levels. A PMP certification is a plus.

Key Responsibilities:

• Service Management:
• Act as the primary point of contact for clients, managing service delivery issues and escalations.
• Ensure adherence to Service Level Agreements (SLAs) and timely delivery of solutions.
• Conduct root cause analysis (RCA) for recurring issues and implement preventive measures.
• Monitor service performance and drive continuous improvement initiatives.

• Technical Oversight:
• Provide technical guidance on enterprise applications such as SharePoint and OpenText ECM.
• Collaborate with internal technical teams and stakeholders to resolve client issues.
• Review and optimize operational processes to enhance system performance and reliability.

• Client Engagement:
• Build and maintain strong client relationships, ensuring satisfaction with services provided.
• Regularly update clients on service delivery progress and improvement initiatives.
• Proactively identify risks and develop mitigation strategies in collaboration with clients.

• Team Coordination:
• Work closely with cross-functional teams, including technical support, development, and project teams, to ensure smooth service delivery.
• Lead post-incident reviews and coordinate corrective actions with internal teams.

Qualifications and Skills:

• Education:
• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Technical Expertise:
• Proficient in enterprise content management systems such as SharePoint and OpenText ECM.
• Strong understanding of system architecture, troubleshooting, and root cause analysis.

• Experience:
• 5+ years of experience in service delivery, IT operations, or technical management roles.
• Demonstrated experience managing enterprise applications and service improvement initiatives.

• Certifications:
• PMP (Project Management Professional) certification is highly desirable.
• ITIL certification (preferred but not mandatory).
• Skills:
• Strong problem-solving and analytical skills to handle technical issues.
• Excellent communication and interpersonal skills for managing clients and teams.
• Leadership skills to inspire and manage teams effectively.

Preferred Attributes:

• Proven ability to work under pressure and manage multiple priorities.
• A proactive mindset with a focus on continuous improvement.
• Familiarity with government or highly regulated environments (advantageous).

What We Offer:

• A collaborative work environment with opportunities for professional growth.
• Exposure to cutting-edge technologies and enterprise systems.
• Competitive compensation and benefits package.

If you are a dynamic professional with a passion for service delivery and technical excellence, we invite you to apply.

Job Types: Full-time, Permanent

Pay: $3,500.00 - $8,000.00 per month

Supplemental Pay:

• Overtime pay
• Performance bonus

Work Location: In person